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Business Profile

Online Retailer

Zulay Kitchen

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/27/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have had issues with a ice machine I had ordered, they sent me a replacement then that one stopped working also said that it was lifetime warranty but they no longer made it so they gave me a 400. Gift card to use so I ordered things have been corresponding with them for almost 2 years so when I ordered my items it didnt ask me for my address but I didnt think anything about it because they have sent me items but for some reason my order was sent to an address over an hour to where I live and have never lived at but now they wont send my order and actually said I need to go to this address and ask for my order? Really that is just not acceptable!!!!!!

  • Initial Complaint

    Date:01/21/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was given a brand new in the sealed box Zulay Kitchens cheese grater for a gift. Sadly, the person who purchased it for me is no longer with us. A few weeks ago the blades for it started cracking and coming apart, causing pieces of plastic to go inside my food. (Major health concern as I have small children). I was excited and thankful to see printed on the box, multiple places, it says lifetime warranty! So I emailed them, a submitted a claim to get a replacement. I provided detailed pictures of the item, the box, with the upc etc. they are refusing to warranty it since I was not the original one to purchase it. Since I do not have the purchase info from where my late family member purchased it from. I just want a replacement.

  • Initial Complaint

    Date:09/04/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    1) I purchased a ************ machine produced by Zulay Kitchen for $1,100 2) After 3 months the machine stopped working 3) As instructed by a Zulay Kitchen ***resentative, I sent the coffee machine back, at our expense, for ***air 4) Six weeks later the machine was returned, after making 7 cups of coffee, it stopped working 5) Another Zulay *** sent links for recalibrating coffee beans, machine still doesnt ******* summary, this machine hasnt properly worked since we received it and I have no confidence it was fixed. Thus, I am asking for a refund to be processed as I was told (in writing) from the first Zulay ***resentative would begin once the machine was received as a return at Zulay. Instead I have responded to multiple emails, including videos of the machine for troubleshooting after the ***air. I have been patient and accommodating and feel I am now being given the run around. I have saved all emails regarding this matter.

    Customer Answer

    Date: 09/30/2024

    Good afternoon My complaint #******** against Zulay kitchen may be closed as they have settled on providing me a refund of $750 of the $1000 I originally paid for their coffee machine. Thank you for your assistance in this matter. ***

  • Initial Complaint

    Date:07/02/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a coffee machine for $479.00. I never received the machine. I started a claim with *** but Zulay doesnt provide the requested information. Now when I call Zulay, my calls are automatically ended.

  • Initial Complaint

    Date:05/29/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We purchased this coffee machine in April 2023, Did not start using it until July of 23. October of 23 starting having issues and called support. Then came January, the machine could not be fixed for the issue we were having. Coffee grounds were not catching in the basin and were told we had to mail the machine to the company at our expense. It is almost June and we have not received our coffee machine back. It has been constant emails and phone calls to check on the status always initiated by us. One day we called and informed that the coffee machine was shipped to the *** store, no prior notification and when we went to the *** store they informed us that they do no receive packages for distribution. We were then told our original machine got lost in transit and would be sent a replacement. That did arrive a "refurbished" not new machine that we were expecting. We contacted the company informing them we do not want a refurbished machine, we want a new machine. The one that was sent had coffee grounds etc, in it and were were informed that it would be impossible to clean out all the coffee grounds. When we sent a request via telephone conversation and email for a new machine we have not heard back in a week. We have friends who have asked us what brand coffee maker we have and we could not recommend this one, given the terrible customer service experience!

  • Initial Complaint

    Date:02/21/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a purchase on a coffee machine as a gift back in July. My wifes birthday was end of August. By the end of September the machine was not functioning properly. I worked with the team to troubleshoot and clean, it worked for a bit but returned to poor performance. I paid $100 to ship it back and they sent a replacement near the end of November. On Christmas day, the machine stopped working. After many conversations via email and on the phone it was decided I send the machine back free of charge, and that a refund would be processed. Its been over a month and I cannot get them to follow through with the refund. At first it was "refund failed please update your card". My card was updated. Then it was "update your amazon account". I didnt use amazon, I used paypal. Paypal does not let refunds happen after 180 days (thats how long I have been dealing with this). They failed to tell me the refund didnt work, I had to followup. Then when asked about resolution I now keep getting a run around. Multiple emails have gone unanswered. I called Friday 2/16 and they promised to get back to me by end of day. That was 5 days ago and once again no contact.

  • Initial Complaint

    Date:02/01/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have made countless efforts for Zulay Kitchen to resolve the defective coffee machine that I purchased on 10/24/2023 with little or almost no response. I have ask them to refund or for them to send me a replacement but it has been over a week now and they have not responded to my inquiry or they could have been ignoring my emails. Order #ZK98148 - ZULAY MAGIA SUPERAUTOMATIC ESPRESSOMACHINE - Shiny Silver

  • Initial Complaint

    Date:11/27/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi this is **** We purchased a espresso machine on Amazon. Zulay kitchen brand. The machine doesn't work correctly. We got in touch with Zulay kitchen and we were told to send the coffee machine to have it fixed. Is being a month and we have not received the coffee machine. We keep getting emails saying that the coffee machine is almost ready. Just wait for the tracking number to get shipped out to us. We own a small business and we are losing money because we have no coffee machine. We purchased the coffee machine on June 6 2023. We spent more then $1000 on the coffee machine including shipping and Insurance.We would like to get help on getting our coffee machine or the money.

  • Initial Complaint

    Date:09/21/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The business took my money and didnt ship the item I purchased. I tried to call multiple times but their representative is the widest! He started blaming other department for not shipping the machine!

Zulay Kitchen is NOT a BBB Accredited Business.

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